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Customer experience isn’t a cost center. It’s a growth engine.

By: Kristen Gray • 13 September 2022

Customers want more authentic engagement opportunities. From choosing a product, to setting it up and supporting it, customers want personalized experiences. It’s important for companies to view customer experience as a differentiator, not just a risk management tool.

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Online reviews are impactful because they reach people with purchasing intent – a total of 93% of new customers consult reviews before purchasing a product or service. With virtual CX, your team can start receiving and leveraging better quality reviews.

Early adopters of connected products might be able to handle self-installation with minimal guidance, but for the majority of consumers, smart devices can be challenging to install and connect to the other devices in their home. As a result, support teams have started to leverage new technologies to improve their customer journey.

In her employee spotlight, Kristen shares what it takes to be a world class marketer, her biggest accomplishments on the team, and the most unique parts about working at ICwhatUC.

Support your customers remotely at their time of need

Home builders and buyers kindle their relationship from the moment they enter the design center and nurture it until the warranty period ends. On average, it’s an emotional union for 1.5 - 2 years. That’s a long time, and could result in a lot of therapy.

Homeowner expectations of warranty service are at an all-time high, which makes it a key area of improvement for home builders.

Nearly 9 of 10 customers read reviews while making a decision to purchase, and 79% of customers trust those reviews as much as personal recommendations. Still, many companies focus more on new customer acquisition than customer retention, and it’s hurting their revenue and their reputation.

Craft your experience with ICwhatUC